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For Companies At a Glance
- Tasks: Handle customer complaints and turn frustrations into positive experiences.
- Company: Perch Group leads the UK debt resolution industry with a tech-driven, ethical approach.
- Benefits: Earn £27,000 plus up to 20% bonus, enjoy flexible hours, and access professional development.
- Why this job: Join a supportive team focused on customer satisfaction and make a real impact.
- Qualifications: Experience in customer service and understanding of debt issues is essential.
- Other info: This role is based in Blackpool; apply quickly as positions fill fast.
The predicted salary is between 21600 - 37800 £ per year.
Perch Group are searching for a Customer Complaints Handler. At Perch Group, our vision is clear: to lead the UK debt purchase and collection industry by harnessing cutting-edge technology to drive ethical, efficient, and data-driven debt resolution. Our annual mission is to empower hundreds of thousands of customers to positively engage with and resolve their outstanding debts. We do this through an empathetic and customer-centric approach that is at the heart of our success.
The Role
As a Customer Escalations Officer, you’ll be the go-to person for customers who are frustrated with the service we’ve provided. While we strive for excellence in every interaction, we understand that things can sometimes go wrong, and it’s your job to turn the situation around. You’ll take ownership of escalations from across the business, using your analytical and investigative skills to find the best solutions for our customers. By ensuring that we act fairly, transparently, and in line with FCA regulations and internal policies, you’ll help us resolve complaints and improve our service. We believe in turning customer frustrations into opportunities for feedback, and your insights will be crucial in helping us improve and ensure we’re always delivering the best experience possible.
The role will contribute to the management of other customer escalations, including specialist support for customers in vulnerable situations and requests for information through GDPR regulation. The role will also involve receiving and acting upon other points of escalation where the needs of customers require specific care through established policies and procedures.
About Our Team
Perch Group houses data driven services spanning the entire debt lifecycle, including BPO services, debt collection, debt purchase, reconnection, and litigation services. Your closer team will include Customer Escalations Officers, with you being led by the Customer Escalations Manager. You will most often work with the Customer Escalations and Customer Experience departments and the Operational areas of the organisation.
You’ll make a major contribution by…
- Liaising with customers, clients, and internal departments via phone, letter, and email to resolve complaints.
- Effectively managing complaints relating to both FCA-regulated and non-regulated products, ensuring a fair and thorough investigation.
- Ensuring complaints are addressed appropriately, investigated thoroughly, and resolved in a timely manner to achieve a fair outcome.
- Managing customer escalations such as specialist support for vulnerable customers and Right of Access requests made by customers.
- Managing your own workload efficiently, ensuring all complaints are recorded accurately and handled within set deadlines.
- Providing the best possible customer experience by handling complaints both in writing and over the phone with empathy and professionalism.
- Supporting Root Cause Analysis and contributing to internal feedback loops, collaborating with frontline support and specialist teams to prevent future issues.
- Helping cultivate and maintain a customer-centric culture, always prioritising the customer’s needs and satisfaction.
- Acting as the final point of contact for customers to ensure their complaint is fully resolved.
You should apply for this role if you have…
- A good understanding of the impact of debt and vulnerability.
- Experience dealing with customer complaints.
- Excellent customer service skills.
- Excellent verbal, written and interpersonal skills.
- A good understanding of the principles of TCF.
- A good understanding and knowledge of FCA regulatory requirements. (Desirable).
The Application Timeline
A first stage video call with the internal recruitment team (15 minute call). A face to face or video call with the hiring manager (45 minutes- 60 minutes). Typically, the average successful applicant will be within this timeline for 2-3 weeks. Please note we will close this role once we have enough applications for the next stages therefore you should submit your application asap to avoid any disappointment. If you do not receive a response after 3 weeks of applying, please assume you have been unsuccessful as we may experience a high volume of applications.
If you have any questions or suggestions of how we can assist you in your application due to disability or personal reasons, please email recruitment@perchgroup.co.uk.
What’s In It For You
- £27,000 + up to 20% of your annual salary, paid as a bonus.
- This role is based at our Blackpool office.
- 37.5 hours per week. We offer flexible working hours between our core hours of 8am- 6pm, Monday to Friday.
- The opportunity to complete formal qualifications and learn on the job in a successful, growing organisation.
- And many more benefits to support your wellbeing and professional development.
We’re an equal opportunity employer. All applicants will be considered for employment without attention to age, ethnicity, religion, sex, sexual orientation, gender identity, family or parental status, national origin, or veteran, neurodiversity or disability status. At Perch, our strength lies in our team, their enthusiasm, and their passion for the business. Whether you’re looking to gain foundational skills in financial services, have a knack for customer service, or seek to expand your horizons, we likely have the perfect opportunity for you.
PLEASE NOTE - All new employees must undergo a full DBS and Credit Check upon acceptance of a job offer with Perch Group.
Complaints Handler employer: Perch Group
Contact Detail:
Perch Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints Handler
✨Tip Number 1
Familiarise yourself with FCA regulations and the principles of Treating Customers Fairly (TCF). Understanding these concepts will not only help you in the role but also demonstrate your commitment to ethical practices during interviews.
✨Tip Number 2
Prepare for the video call by practising common customer service scenarios. Think about how you would handle difficult complaints, especially those involving vulnerable customers, as this will showcase your empathy and problem-solving skills.
✨Tip Number 3
Research Perch Group’s approach to customer service and their use of technology in debt resolution. Being able to discuss their methods and values during your interview will show that you’re genuinely interested in the company and its mission.
✨Tip Number 4
Network with current or former employees on platforms like LinkedIn. They can provide insights into the company culture and the expectations for the Customer Complaints Handler role, which can be invaluable for your preparation.
We think you need these skills to ace Complaints Handler
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in handling customer complaints and showcases your excellent customer service skills. Use specific examples that demonstrate your ability to manage escalations and resolve issues effectively.
Craft a Compelling Cover Letter: Write a cover letter that reflects your understanding of the role and the company’s mission. Emphasise your empathy and customer-centric approach, and explain how your skills align with the requirements outlined in the job description.
Showcase Relevant Skills: In your application, clearly outline your understanding of FCA regulations and the principles of Treating Customers Fairly (TCF). Mention any experience you have with vulnerable customers and how you’ve handled sensitive situations in the past.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for a Complaints Handler role.
How to prepare for a job interview at Perch Group
✨Understand the Role
Make sure you have a clear understanding of what a Customer Complaints Handler does. Familiarise yourself with the responsibilities outlined in the job description, especially around managing escalations and ensuring compliance with FCA regulations.
✨Show Empathy
Since the role involves dealing with frustrated customers, it's crucial to demonstrate your ability to empathise. Prepare examples from your past experiences where you've successfully handled complaints or difficult situations with a customer-centric approach.
✨Know the Regulations
Brush up on your knowledge of FCA regulatory requirements and the principles of Treating Customers Fairly (TCF). Being able to discuss these during your interview will show that you are well-prepared and understand the importance of compliance in this role.
✨Prepare for Scenario Questions
Expect to be asked scenario-based questions that assess your problem-solving skills and ability to handle escalations. Think of specific situations where you turned a negative experience into a positive outcome, and be ready to share those stories.
